DWP pauses plan to extend jobcentre and universal credit service centre opening times to 8pm on weekdays

Update on the PCS union's negotiations with the Department also confirms that agreement has been reached to give work coaches ‘full autonomy’ over decisions whether to support claimants face-to-face

The Public and Commercial Services Union (PCS) has confirmed that it has secured concessions in relation to the DWP's plan to extend jobcentre and universal credit service centre opening times to 8pm on weekdays.

Providing an update on negotiations it has been having with the DWP on coronavirus-related safety concerns about the Department’s plan to extend jobcentre and service centre weekday opening hours, and for them to open on Saturdays, the PCS confirms that -

‘The department has paused its intent to press ahead with plans to operate to 8pm across many of the 266 Jobcentres and 21 Universal Credit Service Centres. We have also reached agreement that existing working patterns, including COVID relaxations, will roll over until next year. This means that no extension of operating hours will take place in these offices, Monday to Friday, no 8pm working will happen until March 2021 at the earliest, and only staff who have continued to work to 6.30pm throughout the pandemic can be expected to do so from 30 November.’

In relation to Saturday opening, the PCS advises that, while it disagrees with the DWP’s decision to press ahead with Saturday opening at certain sites, it confirms that -

‘We have however been able to agree to limit the service offered on a Saturday, by appointment only, to those most in need that cannot be seen any other time, with ad-hoc callers being dealt with front of house and signposted on how to progress their claims remotely.

We have also secured for those offices in higher risk COVID-19 areas and/or busier locations that only the most vulnerable customers will be seen, and throughout December these offices will reverting back to the service they provided between March and July.’

In addition, the PCS confirms that it has negotiated concessions with the Department in order to reduce safety risks to work coaches from the increased footfall in jobcentres as lockdown measures have been lifted. It says that these give -

‘Full autonomy to work coaches to decide how best to progress a customer’s needs, whether it be by telephone, digitally or, only if necessary, face to face. We have also reached agreement to revert back to seeing only the most vulnerable customers face to face, when they cannot be supported by any other means, during both the current lockdown and in Tier 3/equivalent areas, in England, Scotland and Wales.’

For more information, see DWP Safety Dispute in Jobcentres and UC Service Centres - PCS wins further concessions from pcs.org.uk